Associate Customer Success Manager

Optimizely is focused on unlocking the boundless potential of our clients and employees. We are a category leader in Digital Experience Platform (DXP) and have the pleasure of serving over 9,000 brands, from global organizations such as Visa, Sky, Yamaha, and Wall Street Journal to tech innovators like Atlassian DocuSign, FitBit, and Zillow. Optimizely fosters an inclusive and diverse culture with a global team of 1500+ people spread across the US, Europe, Dubai, Australia, Singapore, Bangladesh, and Vietnam. Our unique work environment focuses on flexibility, trust, teamwork, diversity, and moving fast. We genuinely believe that our people make all the difference, and once we find the best talent, we go out of our way to nurture them.

If you are looking to work on the next generation of digital technologies in a fast-paced and growing environment with industry leaders, Optimizely is the place for you!

Introduction

Customer Success Managers at Optimizely are the customers' advocate and are focused on customer satisfaction, retention, and identifying new opportunities to expand our relationships with our customers and partners. As an Associate CSM you will ensure our customers successfully adopt Optimizely by engaging with them at all key points in the life cycle.

Job Responsibilities

• Implement and ensuring a ‘white glove’ service for our customers
• Address risks of client churn with senior management
• Introduce new products and services to our customers
• Regularly share expertise with the team to support continuous learning and improvement
• Analyze data, discover compelling insights and develop action plans to achieve goals
• Manage customers through the full customer lifecycle, from initial on-boarding, scoping to successful maturity and growth
• Develop and maintain a customer success management plan, and to execute against that plan
• Do consulting and training customers to leverage the best of Optimizely’s solutions to optimize the customer’s ROI
• Lead and direct customers, through building strong relationships and creating the conditions and opportunities to up-sell our company’s services and additional products
• Drive excellent customer satisfaction by understanding and over-delivering against customer expectations
• Maintain customer success targets through contract renewals, growth and lead generation
• Full management of the customer renewal process
• Maintain and innovate the use of CRM/CSM tools to record customer information and to track KPIs
• Pro-actively reporting back to the Director of Customer Success and the VP, Customer Success Management on potential account growth, queries and escalating any issues that need to be resolved
• Conduct customer presentations and product demonstrations to educate customers on how Optimizely will provide added value and/or drive business value
• Collaboratively work effectively with and across other departments, especially the sales team
• Maintain an active course of self-development in Optimizely & Industry developments
• Travel to customer locations when necessary (not applicable in Covid-19 times)

Knowledge and Experience

• Must be based in Stockholm or willing to travel to the office frequently. Team interaction is essential for the growth & success of this person.
• Relevant customer success and or account management experience in a software company
• Excellent written and verbal communication skills in Swedish and English (+ Finnish/Norwegian for FIN/NO positions)
• Highly driven with strong desire to achieve top results and break through barriers, determined to adapt quickly and comfortable with some ambiguity
• Strong conflict management and conflict resolution skills
• A passion for people, able to use your initiative and willing to go the extra mile
• Strong customer-facing skills, able to pro-actively manage customer expectations, recognize customer needs and adapt company capabilities to customer’s requirements
• Track record of achieving targets in a solutions environment
• Ability to work well under pressure, while retaining focus and composure
• Ability to communicate technical/ business issues and solutions clearly and confidently
• Ability to understand, communicate and interpret best practice digital marketing techniques
• Confident; self-motivated and driven to achieve

Our culture is the most important thing we offer. We continuously aim to provide a high-growth space, both virtually and in person, where you can do your best work and, in the process, unlock your boundless potential. Our new, cutting-edge office space in Dhaka is a testament to our dedication to enhancing your work experience. This state-of-the-art workspace features open workstations, a fully equipped kitchen, a nap room for relaxation, a tranquil zen garden, and an entertaining area, all designed to provide you with the ideal environment to thrive and grow.

Why you'll love working at Optimizely

• Private Health Insurance (single or family cover)
• Death and TPD Coverage
• 12-14 Public and Company Holidays
• Flexible Working
• Paid time off
• Paid Parental Leave
• Parental Phase Back to Work
• Support Services (Employee Assistance Program)
• Superannuation

At Optimizely, our standardized language is English, and it is crucial to have good English communication skills to be successful in your global role. All our external and cross-location communication is done in US English (en-us), but internally you can speak in whichever native language you most identify with.

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.